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Customer Service Blog

Subscribe to the best source for call center blog posts on First Call Resolution, Customer Service, and Quality Assurance.

Call Center Customer Service Blog

SQM is dedicated to helping call centers improve their First Call Resolution, customer and employee experience, and lower their operating cost. To help you with that, we have developed blog posts based on research and best practices for people, processes, and technology to improve customer’s experiences doing business with your call center and employees working in your call center.

What separates our call center customer service blogs from other organizations is that they are based on customer, employee, and operational research. SQM blogs are based on our research for conducting over 500 VoC benchmarking studies with leading North American call centers on customer service on an annual basis.

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Quickly find a call center blog post that can help you improve First Call Resolution, and customer and employee experiences. 

Editor's Pick

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Post-Call CSat Prediction QA Model: A Game-Changer for QA
Post-Call CSat Prediction QA Model: A Game-Changer for QA
Customer Satisfaction (CSat) has always been the most popular metric for call centers and is considered the primary indicator of call quality service. Discover how to predict CSat with up to 95% match to survey-based ratings.
9 min read
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Recognition Changes Behavior
Recognition Changes Behavior
Learn how a voice of customer recognition program can motivate CSR’s to use the desired behaviors towards improving CX.
Customer Service 4 min read
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Agent Coaching and Recognition for Improving FCR
Agent Coaching and Recognition for Improving FCR
Learn about agent coaching & recognition best practices to improve First Call Resolution and customer experience.
5 min read
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Follow the CX Leader
Follow the CX Leader
In this article I will introduce you to one of those great leaders, Ken Baur, to discuss customer experience and what advice he has for other…
Customer Service 7 min read
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CX Journey Mapping Using Contact Channel Touchpoints
CX Journey Mapping Using Contact Channel Touchpoints
The essence of the CX journey mapping process is that it allows you to walk in the customer's shoes as they interact with your organization through…
9 min read
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The Best Kept Secret - SQM's CSR of the Year
The Best Kept Secret - SQM's CSR of the Year
We announce the top 25 finalists for this award as everyone realizes the impact this award can have on that one extraordinary individual.
Customer Service 8 min read
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Employee Engagement Impact on CX and Profitability
Employee Engagement Impact on CX and Profitability
We have all heard the old adage, “happy employees make happy customers.” SQM’s research definitely confirms that this saying is true.
Customer Service 4 min read
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An Interview with SQM’s Women Leaders
An Interview with SQM’s Women Leaders
Special Interview with 3 of SQM’s Leaders for National Business Women’s Week. Learn about these women and how they have become leaders in the CX…
Customer Service 9 min read
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SQM CX Conference Makes Headline on Global News TV!
SQM CX Conference Makes Headline on Global News TV!
On May 24, 2018, SQM Group Inc. recognized award-winning contact centers and front-line employee performances for over 50+ different award categories…
Customer Service 3 min read
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Top 10 Customer Experience Metrics
Top 10 Customer Experience Metrics
SQM's Top 10 CX Metrics provide valuable insights on customers' experiences when using a contact channel or multiple contact channels to resolve an…
12 min read
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Contact Center CSR Recognition Best Practices
Contact Center CSR Recognition Best Practices
A recognition program will greatly help in motivating CSRs to excel at providing call resolution and to retain the top call resolution performing…
Customer Service 4 min read
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Top 10 Repeat Call Reasons for Complaint Callers
Top 10 Repeat Call Reasons for Complaint Callers
Shhh! SQM’s research shows that 14% of customers who call a contact center define their call as a complaint. In fact, most contact centers believe…
Customer Service 3 min read
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Outside-In or Inside-Out CX Operating Practices
Outside-In or Inside-Out CX Operating Practices
We share our experience about the differences between Outside-In and Inside-Out CX operating practices.
Customer Service 8 min read